IT Service Management (ITSM) Specialist

Company Overview
BizTech is a leading provider of innovative technology solutions dedicated to enhancing operational efficiency and driving growth for organizations across various industries. We are committed to delivering excellence in our services and ensuring the highest levels of customer satisfaction. 

At BizTech, we are at the forefront of delivering cutting-edge technology solutions that empower organizations to thrive in a dynamic digital landscape. Our commitment to excellence and innovation drives us to seek talented professionals who can contribute to our mission. We are currently looking for an experienced Project Manager and a skilled IT Service Management (ITSM) Specialist to join our dynamic team

Key Responsibilities:

o Implementation and Management of ITSM Processes: Oversee the
development, implementation, and maintenance of IT service management
processes, complying with ITIL best practices.
o Service Desk Operations: Manage the service desk function, ensuring timely
resolution of incidents and requests while maintaining high levels of customer
satisfaction.

o Incident Management: Lead incident management efforts, ensuring that
incidents are recorded, prioritized, and resolved promptly according to established
SLAs.
o Problem Management: Facilitate problem management processes to identify
root causes of recurring incidents and develop action plans for resolution and
prevention.
o Change Management: Oversee change management processes to minimize
disruptions and ensure changes are implemented efficiently and effectively.
o Performance Monitoring and Reporting: Regularly monitor service
performance metrics, prepare reports for management, and recommend
improvements based on data analysis.
o Training and Support: Provide guidance and support to IT staff on ITSM
processes and tools, coordinating training sessions as necessary.
o Continuous Improvement: Drive continuous improvement initiatives to enhance
the effectiveness and efficiency of IT service management practices

Qualifications & Requirements

o Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
o Certification: ITIL Foundation certification is required; additional ITIL certifications (e.g., ITIL Practitioner, ITIL Intermediate) are preferred.
o Experience: A minimum of 3 years of experience in IT service management or related fields.
o Knowledge: Strong understanding of ITIL framework and ITSM tools (e.g., ManageEngine, ServiceNow, BMC Remedy, Cherwell).

Skills:

o Excellent communication and interpersonal skills.
o Strong analytical and problem-solving abilities.
o Ability to work collaboratively in a team-oriented environment.
o Proficiency in developing and delivering training programs.
o Technical Skills: Familiarity with incident tracking systems, knowledge base management, and reporting tools.

How To Apply

Interested candidates are encouraged to submit their resume along with a cover letter outlining
their relevant experience to kidaneh@biztechglobal.com and rebeka@biztechglobal.com with the subject line IT Service Management (ITSM) specialist.